While the concept of guest messaging will be nothing new to hotel staff, there are certain considerations to keep in mind during implementation as a business tool.
NB: This is an article from ReviewPro
The approach may vary across establishments according to the type of business, size, service levels, and objectives.
For any type of property, defining a clear action plan is critical to a smooth and successful implementation process.
Stage 1: The basics of guest messaging
- Decide the messaging strategy appropriate for your business: group, individual or hybrid. For example, a hotel group will need to decide if corporate office will receive messages and forward them to the appropriate property or the properties will handle messaging independently.
- Select the messaging services most suitable to your guest demographics. For example, if you have lots of Chinese guests you should choose WeChat as a messaging option. Configure your messaging services.
- Define the welcome message, waiting message, and out-of-hours auto-reply (if applicable). Review your privacy policy to ensure that it covers communications by messaging. Some companies include a link to their privacy policy in messages.
Stage 2: Define internal processes
- Select which team members will be responsible for receiving and responding to guest messages.
- Confirm the workflow and process of handling messaging.
- Build a relevant knowledge base of quick answers. Resources for this information may include your hotel directory, website and company FAQ.
Stage 3: Decide how requests and issues will be dealt with
- Select which team members will be responsible for completing tasks generated via guest messages.
- Create departmental workgroups to ensure information is routed to the right departments and staff members.
- Create guidelines and processes for the assignment of tasks, resolution time limits and escalation parameters.
Stage 4: Raise awareness of guest messaging
- Teach staff best practices in receiving and responding to guest messages.
- Teach the process for acting on tasks and closing cases.
- Advertise messaging service on property and digitally to inform guests they can message your hotel.
